CBR-ESiCA (Case-Based Reasoning - Expert System in Complaint Analysis)

Many companies concern most about their level of customer complaints. The numbers of
customer complaints are usually used as business performance indicator. A lot of
companies handle a survey in order to get response or complaint from their customers
and make an analytical study on it. In this research, the author has developed Case-Based
Reasoning Expert System in Complaint Analysis (CBR-ESiCA) in order to automate
all the processes involved in categorizing the customer complaints into particular
complaint category. The scope of the research is customer complaints regarding to home
care products. CBR-ESiCA categorizes customer complaints into one of eight key
complaint categories. New complaints are solved by adapting previously successful
solutions to similar complaints. The main objective of the system is to categorize
customer complaints into particular complaint categories and generate report based on
analytical study made.